Set up Call Journal to Zoho Desk

Once Cloud Voice is connected to Zoho Desk, you can have the system write a call log to Zoho Desk each time an associated user finishes a call with a Zoho Desk contact. This page walks you through enabling and customizing that behavior.

Before you begin

You must have already connected Cloud Voice to Zoho Desk.

Enable and configure Call Journal

1. Sign in to the PBX (Private Branch Exchange, the phone system) web portal and open Integrations > Helpdesk.

2. On the Zoho Desk integration page, switch Call Journal on.

3. Decide what each logged call should contain:

   

   • Subject: The heading applied to the call log.
   • Description: The body text of the call log.

   Note

   Both fields accept variables, so the recorded details can be filled in automatically from each call rather than being fixed text.

4. Optionally, select Disable Display Missed Call Records in Unanswered Agents. When this is on, calls that route through a queue or ring group are logged only to the Zoho Desk account of the agent who actually answered. The same call will not appear as a missed-call entry in the Zoho Desk accounts of agents who did not pick up.

   Note

   Turn this on when a single incoming call rings several agents at once (a queue or ring group) and you do not want every agent who let it ring to get a duplicate missed-call entry. Leave it off if you want each agent to see the calls they did not answer.

5. Click Save.

Result

From now on, whenever an associated user hangs up a call with a Zoho Desk contact, Cloud Voice pushes a call log to Zoho Desk using the subject and description you defined.